公开(公告)号：US09357066B2

公开(公告)日：2016-05-31

申请号：US13630084

申请日：2012-09-28

Applicant: Avaya Inc.

Inventor： Michael Hartman

IPC: H04M3/00 ,  H04M3/46 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/465 ,  H04M3/5141 ,  H04M3/5232 ,  H04M3/5233

Abstract: A contact center includes a resource selection module operable to determine and select a plurality of agents based on a work request. The plurality of agents includes agents suitable for the work request. Further, the plurality of agents includes agents having previous work requests in a presenting state. Furthermore, the plurality of agents includes agents working below individual capacity of the agents for simultaneously handling work requests. Further, the plurality of agents is dynamic and may increase in size. The contact center further includes a resource connector module operable to present the work request simultaneously to the plurality of agents. The resource connector module further may subsequently present the work request to newly available suitable agents. The resource connector module further routes the work request to an agent based on actual agent responsiveness.

Abstract translation: 联络中心包括资源选择模块，其可操作以基于工作请求确定并选择多个代理。 多个代理包括适合于工作请求的代理。 此外，多个代理包括具有呈现状态的先前工作请求的代理。 此外，多个代理包括在代理人的个别容量下工作的代理，用于同时处理工作请求。 此外，多个代理是动态的并且可以增加大小。 联络中心还包括资源连接器模块，其可操作以同时向多个代理呈现工作请求。 资源连接器模块还可以随后向新可用的合适的代理呈现工作请求。 资源连接器模块还基于实际代理响应性将工作请求路由到代理。

公开(公告)号：US09124702B2

公开(公告)日：2015-09-01

申请号：US14071368

申请日：2013-11-04

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Gene Masaru Uba ,  Michael Hartman

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5235

Abstract: A contact center is described as having the ability to simultaneously consider a plurality of different work assignment strategies. Specifically, a work assignment engine in the contact center is enabled to create merged strategies from work-finding-agent strategies and agent-finding-work strategies to determine if one such strategy contradicts the other strategy.

Abstract translation: 联络中心被描述为具有同时考虑多个不同工作分配策略的能力。 具体来说，联络中心的工作分配引擎能够从工作发现代理策略和代理查找工作策略中创建合并的策略，以确定这样的策略是否与其他策略相抵触。

公开(公告)号：US20150124954A1

公开(公告)日：2015-05-07

申请号：US14071368

申请日：2013-11-04

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Gene Masaru Uba ,  Michael Hartman

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5235

Abstract: A contact center is described as having the ability to simultaneously consider a plurality of different work assignment strategies. Specifically, a work assignment engine in the contact center is enabled to create merged strategies from work-finding-agent strategies and agent-finding-work strategies to determine if one such strategy contradicts the other strategy.

Abstract translation: 联络中心被描述为具有同时考虑多个不同工作分配策略的能力。 具体来说，联络中心的工作分配引擎能够从工作发现代理策略和代理查找工作策略中创建合并的策略，以确定这样的策略是否与其他策略相抵触。

公开(公告)号：US20140093065A1

公开(公告)日：2014-04-03

申请号：US13630084

申请日：2012-09-28

Applicant: AVAYA INC.

Inventor： Michael Hartman

IPC: H04M3/50

CPC classification number: H04M3/465 ,  H04M3/5141 ,  H04M3/5232 ,  H04M3/5233

Abstract: A contact center includes a resource selection module operable to determine and select a plurality of agents based on a work request. The plurality of agents includes agents suitable for the work request. Further, the plurality of agents includes agents having previous work requests in a presenting state. Furthermore, the plurality of agents includes agents working below individual capacity of the agents for simultaneously handling work requests. Further, the plurality of agents is dynamic and may increase in size. The contact center further includes a resource connector module operable to present the work request simultaneously to the plurality of agents. The resource connector module further may subsequently present the work request to newly available suitable agents. The resource connector module further routes the work request to an agent based on actual agent responsiveness.

Abstract translation: 联络中心包括资源选择模块，其可操作以基于工作请求确定并选择多个代理。 多个代理包括适合于工作请求的代理。 此外，多个代理包括具有呈现状态的先前工作请求的代理。 此外，多个代理包括在代理人的个别容量下工作的代理，用于同时处理工作请求。 此外，多个代理是动态的并且可以增加大小。 联络中心还包括资源连接器模块，其可操作以同时向多个代理呈现工作请求。 资源连接器模块还可以随后向新可用的合适的代理呈现工作请求。 资源连接器模块还基于实际代理响应性将工作请求路由到代理。